Canon EOS 650D Recall - The Kogan warranty process of buying a grey import item. Canon AU not supporting Recall on Grey Imports

Besean on 06/08/2012 - 18:28
Last edited 09/08/2012 - 11:19

Found out about a week ago, that the Canon 650d are on recall worldwide.

http://www.canon.com.au/Support-Services/Support-News/Servic…

I bought my camera from Kogan, so not sure what's going to happen here. Will keep everyone updated on their Warranty/Support depeartment.

Unfortunately after checking my serial number, the one they sold me was on the recall list.

They are currently saying "they have to talk to their HK department on what to do" - wishing I had an "Australian Manufacturers Warranty" right now instead of "Kogan's Australian Warranty."

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Comments

  • kermuffle on 06/08/2012 - 19:23

    that's why i worry about kogan's "australian warranty".

  • Davo1111 on 07/08/2012 - 13:11

    just wait for Kogan to reply. Looks like you only need to worry if your grips are turning white

    /thread

  • Besean on 07/08/2012 - 14:33

    Reply from Kogan is - Canon will deal with this recall locally.

    Hoping this is true.

    Just logged a service call with Canon Australia. We'll see what happens.

  • Besean on 07/08/2012 - 14:54
    +1

    Canon Australia called back - "Kogan has been telling you incorrect information - we are not dealing with grey imports"

    Getting the run around…

  • Besean on 08/08/2012 - 12:55

    No reply from Kogan as yet. Emailed them this morning again for an update.

  • bich.light on 08/08/2012 - 18:01

    Ouch… bad luck

  • Charlotta on 09/08/2012 - 09:44
    +2

    I'd be hammering Canon Australia - and then if turned down escalating to their Global head office - and then bad-mouthing the brand everywhere if they don't respond. This is a manufacturer's global recall not a warranty issue. Any reputable brand would

    Kogan or any grey importer shouldn't need to be taking the heat for a OEM design fault or factory

    Some years back Nikon Australia honoured the recall work on my Coolpix 5700 even though it was purchased in Canada and was about six years old… I would be dismayed to hear that Canon Australia or Canon in general had a lower standard of product whole-of-supply-chain quality assurance than Nikon!

    For example does the recall only apply to the original owner and not cover Canon products that one purchases second hand. As a second hand purchaser you have no way of knowing whether or not the product was a grey import. So if Canon insist on such a policy they are devaluing ALL of their products on the market due to potentially reduced reselling prices.

    So, as well as here on OzBargain there are other likely fora where you can potentially out this policy: notgoodenough.???; the fora of DPReview and especially on FaceBook and Twitter. You have GREAT potential to hurt them if they refuse you recall service. I wonder whether ACCC or Fair Trading would offer an opinion.

    The line that will most hurt them is that this policy makes it easier to make the call between Canon and Nikon products. Fair enough limiting access to warranty coverage as this is declared up front - but recalls based on factory design errors is a very different beast. Kogan et al may step up - however I don't see it as their responsibility. Canon make great products - pity to see their Australian-based managers working to undermine their brand name in this way.

    • tonyjzx on 09/08/2012 - 10:06

      i agree with you but it may not be a call that they can make

      maybe Canon JP won't allow CanonA AU to perform the work on non channel cameras? you need parts? we won't send you any parts!

      Canon belongs in the 'too big to fail' bucket… ignoring grey cameras wont make much of a dent on their reputation

      • Charlotta on 09/08/2012 - 10:22

        If this were the case I'd be slamming them all the harder on multiple web forums… Every one of us Canon owners should be concerned that this is downgrading the value of our Canon products on the second-hand DSLR market.

        However here is the link to the same notice on the Canon USA website - explicitly no exclusions of grey imports:
        http://www.usa.canon.com/cusa/consumer/products/cameras/slr_…
        - the advisory notes not only the US model name Rebel T4î but also mentions 650D and Kiss X6i;
        - eligibility for recall service of affected models is based on owner's residence - not on which market they purchased their affected model in.

        Kogan and other grey importers need to support their customers in holding Canon Australia to account.

        • 8bit on 26/10/2012 - 20:05
          +5

          Well that is probably what a lot of people would do, but it's a mindless approach…

          Canon is a huge business and it isn't their scope to micromanage millions of products and recalls. They have a process in place and if followed it is all quite simple. Kogan are in the business of circumventing Canon's distribution. By doing this, they can offer excellent prices after buying from regions with different pricing structures (or more likely buying under the radar from a huge asian reseller that is being greedy and breaking their agreements with Canon). Regardless of this being either an individual defect or a product wide recall, Kogan have full responsibility and should have this factored into the way they operate. They can't have it both ways.

          Canon need to look after their retailers that are following process (at the expense of losing business to grey importers like Kogan) and the consumers that also choose to pay the premium for this coverage. It would be nothing but a slap in the face to loyal retailers and consumers if they support grey importers IMO. Why on earth would you ever expect them to be supported? Imagine if you were an official reseller… You'd be pretty pissed off to see the company who isn't playing by the rules being looked after. You would probably tell Canon to shove their cameras and go and do the same…

          I buy loads of stuff from grey importers and am all for them existing. I just wouldn't go crying aloud to the world in this situation. If you buy from the back of a truck, you should expect to be treated as such.

        • Geewhizz on 28/10/2012 - 08:11

          Well said!

          I'm not sure why you aren't all jumping up and donw about Kogan's lack of action instead of Canon's.

      • Charlotta on 09/08/2012 - 10:43

        Canon Europe — only refers to 650D model name however no mention of restrictions.
        http://www.canon-europe.com/Support/Consumer_Products/produc…

        Underlines Canon's apologies to consumers given that this fault may directly impact negatively upon the health of Canon owners!!! This will be another key element to emphasise in advocating vigorously in media and social media in getting Canon Australia to exercise appropriate corporate social responsibility and to reverse this policy decision.

      • nikey2k27 on 27/09/2012 - 18:18

        Canon Au dose not like gray import they have there set prices just sent it back to canon HK i have done it before not that just not cheep?

    • c64 on 11/08/2012 - 13:38

      Kogan or any grey importer shouldn't need to be taking the heat for a OEM design fault or factory

      i don't agree with you. kogan are the retailer and are offering the warranty. if it is faulty then they are obliged to honour the warranty they advertised and fix it. what happens between kogan and their hk suppliers shouldn't concern the customer in the slightest.

      you have not bought it from canon australia. part of the price would have included a component to cover warranty costs. kogan took all that. why should canon australia bear the cost?

  • Charlotta on 09/08/2012 - 09:49

    NB: RECALL BROADENED - 3rd Aug update on Canon website.

    In case any 650D owners had seen this recall notice and checked their serial number prior to 3rd August, please note that on that date Canon widened the range of affected serial numbers!!

  • Charlotta on 09/08/2012 - 11:13
    +2

    Canon Canada - similar to Canon US - mentions all three model names and invites rectification from all residents in Canada - without limiting where they purchased their camera.
    http://canoncanada.custhelp.com/app/answers/detail/a_id/3849…

    With these examples from Canon USA, Canon Europe and Canon Canada this is clearly not an issue with the Canon corporation but rather misguided and narrow thinking by executives at Canon Australia who are putting market protection above customer health.

    This is about Canon Australia seeking to undermine the whole grey market - but in the process they are openly and publicly choosing to put the health and safety of Canon customers in second place to their marketing concerns. Anyone who took a Canon camera on an overseas holiday and who - if it was dropped or stolen - replaced it whilst away is having their health placed in jeopardy by such a policy from Canon Australia.

    OP or Mods: I'd suggest reframing this discussion - and thereby raising the leverage on Canon Australia. What about editing the thread title to something like: "Canon Australia more interested in undermining grey import market than in customer safety", of "Canon Australia chooses marketing over customer health".

    NB: We don't yet need to move to: "Don't buy a Canon!" or "Canon cameras will make you sick" campaigns… </leverage>!!

  • Besean on 09/08/2012 - 11:15
    +2

    Rang up Kogan again today. On hold for 24 minutes.

    Was told the Service Manager would give me a call back as soon as he gets in.. This was 2 hours ago. No Call received.

    Unfortunately, Canon AU obviously has a grudge on Grey Imports. They have made it very clear they are not supporting. Can't really blame Canon AU as they didn't make any money on this Kogan deal.

  • Besean on 09/08/2012 - 12:09
    +1

    Ok. Finally got hold of Kogan again over the phone. Because I bought this camera less than 14 days, and because its also a warranty issue, they have decided to take the camera back and give me a full refund.

    In the process of getting an Australia Post return slip. Will keep everyone informed.

    • Davo1111 on 09/08/2012 - 12:31
      +1

      hmmm i wonder if this means i can buy some cheap cameras off kogan :P

    • georgegeorge31 on 10/08/2012 - 10:49
      +1

      That is a good result for you - but still, this doesn't solve the issue that Canon AU are ignoring a worldwide recall.

      I am in the process of choosing a DSLR at the moment, and this doesn't bode well for Canon :S

      • PainToad on 10/08/2012 - 12:07
        +3

        Cannon AU are responsible for AU stock. Cannon HK are responsible for HK stock. People brought HK stock not AU stock. Seems simple to me.

  • vavud on 10/08/2012 - 10:43
    +3

    You purchased from Kogan because it was cheaper than the Australian product. I don't understand why you expect Canon Australia to honor your 'warranty'? After all, the product costs more to cover local warranty.

    People who paid more, have purchased the product AND warranty from Canon Australia. You have not!

    You argument should be only with Kogan and/or their supplier. Go to Fair Trading and you will see you are not entitled to local warranties.

    You are quite justly frustrated because of this issue but should take it out on Kogan and their atrocious customer service. I have had dealings with Kogan also so I know how you feel. Do not belittle Canon Australia because of it.

    I have had experience with parallel imports and it is unfair for a grey importer to import and make sales from the local supplier's advertising and then expect the local supplier honour a warranty. Kogan is banking on you taking this attitude to make it look like Canon Australia is the 'bad guy' and not them.

    Be fair!

    • georgegeorge31 on 10/08/2012 - 11:05
      +5

      You misunderstand the situation though.
      This is not a warranty issue. It is a product recall by CANON.
      The OP didn't find a fault, Canon did.

      For this reason, IMO and the opinion of a lot of people, Canon should be carrying out the recall regardless of purchase location.

      • uccoffee on 10/08/2012 - 12:52
        +3

        how about tell canon AU that you bought it from hong kong and not kogan?

        This is a worldwide recall, and they should take it.
        Unless those are stolen goods….

  • vavud on 10/08/2012 - 11:29

    Hi georgegeorge31

    That's a good one? I still think that Kogan would held responsible to pay Canon Australia to fix the recall. Interesting case

    • georgegeorge31 on 10/08/2012 - 14:01
      +3

      I get your point but disagree.
      Warranty issue - no question Kogan's problem and buyer beware.
      But worldwide recall? Come on…

      BTW does anyone know what the issue it?

    • iseenya on 11/08/2012 - 14:09
      +2

      Nobody should be paying anybody anything to fix a fault that was inherent in an item when it left the factory, IMHO. This is a defective product and Canon Japan owns the problem 100%, regardless of how their cameras moved through the global supply chain. If Canon Australia don't want to accept the costs for cameras that have ended up in Australia - whether grey imports or otherwise - it is up to them to take it up with Head Office in Japan and seek reimbusement.

  • Gomo on 10/08/2012 - 12:16
    +1

    Has your grip even turned white?

  • drspy00 on 10/08/2012 - 12:17
    +5

    Doesn't Canon make any money on the cameras sold by stores like Kogan? Surely they don't give them away free. I know Canon Australia doesn't, but Canon is Canon isn't it? they made a product in the factory wrongly. I don't really see why where you bought it has anything to do with it in this case.

    • Davo1111 on 11/08/2012 - 17:37

      Yeah, but replacing or repairing costs money. So actually, it's a negative for them.

  • [Deactivated] on 10/08/2012 - 13:43

    Lol

    I guess if you bought from Australia with a local warranty you would never be in this position. Can't say I have too much sympathy for those affected by purchasing from Kogan.

  • THT on 10/08/2012 - 23:01
    +2

    Nice move by Canon Aust not honouring its parent's company on a world wide product safety recall. Would be interesting to see how this turn out.

  • Geewhizz on 11/08/2012 - 06:05

    When you think about it, 'warranty' is generally a guarantee against manufacturer faults and defects.

    Kogan is responsible for this on the products they sell. End of story.

    Doesn't Canon make any money on the cameras sold by stores like Kogan?

    Stores like Kogan get the products for the prices they do because they take on the responsibility for repairs. You can't have it both ways.

    • wbeer on 11/08/2012 - 23:35

      "Stores like Kogan get the products for the prices they do because they take on the responsibility for repairs. You can't have it both ways."

      Not paying GST and store-front costs = cost saving.

      Kogan's 1yr warranty on grey imports actually adds a cost.

      • Geewhizz on 12/08/2012 - 06:30

        Kogan's 1yr warranty on grey imports actually adds a cost.

        Sure does, as some are now finding out

        From the Canon recall notice:

        As market distributor, Canon Australia asks owners of potentially affected cameras purchased through Canon Authorised Resellers to contact Canon directly on 13 13 83 to arrange for a free service.

        Purchasers of affected overseas product (direct import from overseas or via local reseller of overseas products) should contact their point of purchase to access the service provisions of their relevant distributor.

  • drspy00 on 12/08/2012 - 12:50
    +1

    I realise what everyone's saying, but a recall isn't a warranty. Usually with a safety recall you don't even have to show a receipt, can just take it back to the store for a refund or have it repaired. Seems like they are just trying to wiggle out of it just because they can to save money. They were the ones who sold a product with a defect to a grey importer.

    • iseenya on 13/08/2012 - 20:14

      While I completely agree with your view on Canon's responsibility, I think it most unlikely that Canon themselves actually sold these cameras directly to Kogan. I'd guess there's a deal between Kogan and a Hong Kong camera store with turnover big enough to fly below Canon's radar that might indicate the store is supplying an Australian grey importer. Hence, Kogan may be reluctant to have these cameras serviced by Canon in Australia, as the serial numbers would immediately reveal their Hong Kong source.

  • Besean on 15/08/2012 - 14:41
    +2

    Update : Returned the camera to Kogan and got an email stating they had physically received the item. Now waiting for refund.

    All in all, taking into consideration the confusion of a recall vs warranty, I think Kogan handled this well.

    I guess luckily I did buy from a more 'reputable' grey importer and not one based solely outside Australia. If this was the case, I'm not sure what would have happened.

  • Besean on 17/08/2012 - 17:48

    Final Update : Got full refund from Kogan. Excellent result.

    I asked Kogan if I should buy the camera again. In an indirect way, it was recommended that we stay clear of the 650D (grey imported stock) until HK sorts out all their recall stock. They have no way of figuring out the recall stock unless they take the camera out and check the serial - which they don't have the supply chain support to do so.

    • Gomo on 19/08/2012 - 19:02

      I asked on July 19th about the 650d and if there stock were effected etc.. I received this reply.

      Hi Nathan,

      Thank you for your email. Our models of the Canon 650D are unaffected by this defect.

      If you have any further questions please don't hesitate to contact us.

      Kindest Regards,
      El

      The Kogan Team

  • vodka on 19/08/2012 - 11:57

    I informed Kogan of this fault about a week ago prior to purchasing and endeavouring to determine if the stock they carried had the affected serial number range, I also sent them the associated emails, new items etc. They stated they could not verify individual serial numbers?Why not? so I held back a purchase advising them that if they couldn't guarantee an unaffected model I would not be purchasing. I note in the last few days they have pulled their add for this camera, at least they have acknowledged the problem.

    • Besean on 19/08/2012 - 15:29

      it's a buyers beware at the moment for the 650d if you plan to buy Grey Import. I think Kogan handled this well, but i would hate to have been dealing with other Online Stores - they would have probably shipped the camera back, and i would have needed to wait months for the camera to be back..

  • Charlotta on 20/08/2012 - 09:21

    Wow - so Kogan don't record serial numbers of the warranted gear they sell.

    So anyone who has an out-of-warranty product go bad can just buy a new one of the same model from Kogan and then send use the new warranty to them back the old non-functioning model for warranty repair because Kogan don't track the serial numbers…….!

    ??? My Nikon boxes have bar-code stickers on the outside of the retail box with numbers on them that look like serial numbers.

  • tron07 on 27/09/2012 - 15:40

    just wonder, will they repack and resell the 650 as new?

    • Trance N Dance on 28/09/2012 - 13:43

      Probably flog it off as refurbished or keep in stock for warranty replacements. And that's if the recall is for a swap and not a repair to fix the defect.

      edit:
      Just realised you're probably referring to Kogan, no idea there.

  • tmusic on 29/09/2012 - 08:45

    They're selling them for $599 now, so i'd say reboxed?

  • gutenmuach on 07/11/2012 - 11:52

    They are now selling them for $549. It has been 2 months now, since the recall. Should I take any chances in buying from Kogan?

  • Ovazealous on 07/11/2012 - 12:53
    +1

    I recently bought one on the 21st of Oct. Received it a week later, checked the serial key with the canon site and fortunately my camera didn't fall in the recall range.

  • jermony on 13/11/2012 - 22:01

    Ok. Finally got hold of Kogan again over the phone.

  • jermony on 21/11/2012 - 21:35

    ：0

  • cheepwun on 02/03/2013 - 11:55

    http://www.usa.canon.com/cusa/consumer/products/cameras/slr_…
    According to the pic on that page, the camera is MADE IN JAPAN. Are Canon still making their SLRs in Japan?

  • endroll123 on 29/05/2013 - 18:54

    See if this had been an apple problem they would have sent everyone one rubber glove. simple fix.

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